FAQ
How can I check the status of my order? Once your order is shipped, you will receive a shipping confirmation with a tracking number. You can use this number to track your package via the carrier’s website. Order processing typically takes 1-3 business days, and tracking information may take 24-48 hours to become active after shipping.
What payment methods do you accept? We accept major credit cards, debit cards, and popular digital payment methods. All payments are processed securely through trusted third-party payment providers, and your payment details are encrypted to ensure safety. We do not store your full payment information.
Can I cancel or modify my order after placing it? Orders can be canceled or modified only if they have not yet been processed. Please contact us as soon as possible if you need to make changes. Once processing begins (including quality inspection and packaging), we cannot alter or cancel the order.
Products
Are your products safe for children? Yes. All our plush toys, plastic figurines, and keychains comply with global safety standards and hold mandatory certifications for toys. However, some items (especially small keychains and plastic figurines) contain small parts that pose a choking hazard, so they are not suitable for children under 3 years old. Always check the age recommendation on product pages.
Why do product colors look different online? We strive to display product colors accurately, but slight variations may occur due to manufacturing batches, screen display settings (brightness, resolution), and lighting conditions during photography. The actual product color shall prevail.
How should I clean plush toys? Most plush toys can be gently hand-washed with mild detergent and air-dried. Avoid machine washing or bleaching, as this may damage the fabric and stitching. For specific care instructions, refer to the product description.
Shipping & Delivery
How long does shipping take? Standard shipping takes 7-14 business days for domestic orders and 10-21 business days for international orders. Expedited shipping options (3-5 business days for domestic, 5-10 for international) are available at checkout for an additional fee. Delivery times may be delayed during peak seasons or due to customs procedures.
Do I have to pay customs duties or taxes? International orders may be subject to customs duties, taxes, or fees imposed by the destination country. These charges are the sole responsibility of the recipient. We recommend checking with your local customs office for details before placing an order.
What if my package is lost or damaged? Contact us within 7 business days of the estimated delivery date if your package is lost or damaged. For damaged items, provide photos of the product and packaging. We will work with the carrier to file a claim and arrange a replacement or refund, depending on availability.
Returns & Refunds
What is your return policy? You can return unused, undamaged products within 30 days of receipt for a refund or exchange. Products must be in their original packaging with all tags intact. Custom or personalized items are non-returnable unless defective.
How long does it take to receive a refund? Once we receive and inspect your returned item, we will process the refund within 3-5 business days. Refunds will be issued to your original payment method, and the time for the funds to appear in your account depends on your payment provider (typically 3-7 business days).